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Shawn G
Customer Reviews for Orchard Auto Service LLC
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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The app does not work if a person hadn't been there I would not have e been able to pick up the rental.
MEGAN LAfter our recent experience, we will not use the the services at Unhaul again nor will we recommend it to any. We were suggested too small of a truck by the associate. The size given to us is usually offer when moving a college dorm according to other truck moving companies. We were not aware of this at time. This caused a huge inconvenience for us. When reported, a customer service manager by the name of Felipe responded via email offering only a $25 credit. I replied to his email explaining why this was not sufficient, and never heard back. Please see attached: Filipa, Your email states that you understand the inconvenience that this has caused my family and I, however, it's more than apparent that you do not. If your agents are going to recommend truck sizes to consumers, they should request more information. Not all two bedroom homes are the same size, therefore, some will have furniture that is smaller and others larger. The agent did not ask the sizes of any furniture items, nor did she ask the square footage of the home, which might suggest that larger items may be present. How is it considered sufficient for agents to suggest a truck size without obtaining this information? Consumers do not work in this field and the average consumer is not familiar with truck dimensions, how much they can hold, etc. This being the case, when a specific truck size is given, that is what the consumer will accept. Had we arrived at the UHaul store and were offered the smallest truck that you had available, it would have been more obvious to us that it was not of a sufficient size. With the 15 ft truck, we honestly did not see that it wasn't going to work out. Again I say, we do not work in this field, did not know how much the truck would hold, and therefore accepted the size quoted to us by the agent. The movers that we hired realized that all items were not going to fit when they had about half of our belongings in the truck. The movers were scheduled for another job @ 2:30 and did not have time to stop at that point, wait for us to go back to the Uhaul store, hope that there is a lager vehicle available, come back to the house, have them to unload the smaller truck and load up the new truck. I reached out to two other moving companies. One of which was not available and the other wanted $625 for two hours due to the short notice, not to mention the money that would have been wasted paying the other movers. this would have totaled close to $1,000! Our hands were tied at this point and it was a better decision to have half of our items loaded than none at all. This would have been a nightmare had it been a local move, being that we were heading out of town made it that much worse. Because of this, we have to miss a day of work ( our lease is up on the 29th ) make another 3 1/2 hour trip from Collinsville, Illinois to Springfield, Mo (totalling 7hrs) rent another truck for $340, plus the cost of gas, which will be $65 for our vehicle and about $80-$90 for the Uhaul. So, not to sound unappreciative for your offering a $25 voucher, but this is simply not fair. If these are merely suggestions and it is recommended that we measure our items, and then visit a location to measure the inside of a couple of trucks to ensure that it is sufficient, that's what should be said. At present, we still have several items left in our home that need to be moved. I am very disappointed that because the agent did not in fact ask any sizes or dimensions of our items, that she did not suggest that we rent a truck one size larger to ensure that everything would fit. We are not familiar, and were relying on the agent to guide us appropriately. Our move was to be completed on Saturday, with a return date for the truck on Sunday. It now has to be completed on Thursday, and has caused a major delay as well as a huge inconvenience. This is not our field of expertise, and it was not stated that the size given was a only guesstimate. The agent stated with absolute certainty, and without hesitation that this was the size truck that was needed. We trusted this advice from the trained professional and because it was not accurate, we have to pay twice, in addition to enduring all other inconveniences that come with it? This is simply not fair. We ask that for the sake of good customer service that you please propose a more fair refund. Sincerely, Reginald and Kendra Green
Reginald GDon’t change
rhyne fNa
Stacy CVery nice guy!!
Carrie CFriendly staff and smooth check in and drop off. Will use again.
John HVery easy to deal with.
David SOwner needs better customer service when his staff is on the phone and customers can hear how unprofessional he is over the phone.
Jennifer LVery friendly and helpful. The previous renter hadn't returned the vehicle I needed by my appointment time. So, they provided the next size up at no extra charge.
JEFFREY HGood people there!
Bob PThe tank at pick-up was only 1/4 of a tank full
Bekki MN/A Great service
lortta hAs always, Orchard VP exceeds my expectations: great people, service , and trucks.
ERNEST NGood and friendly folks!
Bob PRenting was easy, vehicle was in good condition and the return equally good
Satyanarayana KI talked with 1 gentleman on the phone and 2 gentlemen at the business and all were willing to explain everything and easy to work with. Made renting the van very easy
Cynthia TFriendly service and rented from here before with no issues. Only complaint was the vehicle smelled terrible-like livestock had been transported. The front cabin was dirty with food crumbs all over the drink holders and a spilled sticky liquid on floor. Not clean interior.
Emily WEverything went very smooth!!
bonnie rThe in-cab a/c did not work at all. There was a panel right inside on the left floor board that was completely loose and kept falling in the drivers foot area.
CORDELLA MThe 24/7 share wasn’t very pleasant
JEFFREY HI’m wondering if I was overcharged?
derrick aInterior was sticky. Was asked to park my car in BFE since the owner didn't want me to park in his lot. So I had to park in mini mall lot. They asked me how many miles and then told me if it was under 50 miles the price he quoted would be "significantly less." I got done with 38 miles and price was the same.
Thomas FThe store closed 2 hours before they said they did, we set a reservation to pick up an appliance dolly as well and because they closed early we were unable to. We had to call 4 locations to find a dolly in the area.
Hayden SThe entire process couldn't have gone any smoother.
Chris GTruck ran rough like trandowas not running h correctly
Jim SI always use this location. The staff is helpful and friendly.
Michael WHave rented here before. The people are always the best. Truck was very low mileage and clean. I'll go here first every time!
ERNEST NJake was so friendly. So helpful. The truck cab was immaculate. I loved the stickers all over with necessary information. I was a little disappointed when I went to fill it up and it cost $97.
Heather HWill alway rent with uhaul services
Lititia PMy entire rental experience was a nightmare. I rented a truck and a traier from Uhaul and I rented them together. Not only did I have to go two different places to pick them up, I was told when I arrived at the second place to get the trailer that I would need a ball mount. Why would I think, since I rented them TOGETHER, would I think to bring a ball mount? I had to cancel the trailer and come up with a different plan. This experience was horrible and I would not recommend uHaul. And the truck smelled like smoke.
Elizabeth KDidnt give us the dolly we paid for and then "required" us to pay double compared to the option offered on the Uhaul app when making the reservation for "insurance". Again.. "Required" us to pay for 50 miles up front to even use the truck, when our original estimate mileage was half of that. Then gave no clear instructions on how to return the UHaul so we used the self check-in. We were then charged double for the Uhaul truck fee, another 50 miles, another unnessicary "insurance" fee and oh yea....the dolly we neve receive to begin with. So I call to have this rectified and the child on the other end did nothing but act like....you guessed it, a child, and not accept any responsibility for lack of instructions at time of pickup, bullshit charges that even aren't required by UHaul when making the reservation, and then double charging us for everything bc it was not disclosed that checking the truck past 9pm, constitutes as a whole additional day. The truck was checked in via the app at 9:41pm and 20 minutes of it was us in the parking lot of their location, trying to check the truck in through the app ,s so in reality the truck was returned at 9:20pm. This all happened because we weren't told to just lock it and leave it on the property so we wouldn't be charged twice and be refunded for the equipement that was never given to us. ANDDDD we were charged for fuel, when we had already filled what we used at a gas station less than a 2 min drive from their parking lot and it was back to the line it was at when we picked it up. Great place you have here Steve & Jake...I'll be looking forward to a call. Ask Kale, the child, for my number since he couldn't "do anything on his end."
Seth CWhen I picked up the van, he explained everything to me and never said anything about an after hours drop off fee. Especially since I had the van 2 hours and it dropped off by 6pm when they are open till 7. I've rented there multiple times and have never been charged a $20 fee even when it was dropped off after hours.
Michael BFriendly excellent service!
Richard KNothing wrong with the location but I have huge complaints with the online mobile system. Went to original location in Maryville to pick up and mobile would not let me pick up. Orchard was in house Sunday and saved my emergency bacon. Tried all day and all night to get In to mobile site and it kept refusing to acknowledge the capta code or send me a one time authorization code. Went to return the truck mobile site would not let me return it. All on 3/26/23. Orchard had to manually return truck and bless them for not charging me a convience fee.
MEGAN LIt worked out well that parking was available for me to be able to pick-up and redeliver the van. This is convenient for sure. There was some confusion as to whether I had ordered blankets. It appears my initial order was overlooked during check-in. After I asked about the blankets and was told it was not on the order, the attendant made sure I was taken care of. Overall excellent service.
Tom GThe only issue I had was the fact that the low beam headlights were not operational. I did notate this on the return online form so hopefully they get it fixed. I picked the the uhaul up during the day so I didn't even think to check the lights, but I was driving on the interstate and it got dark and I noticed my headlights weren't kicking on even though they were set to auto and the dash/radio backlights had turned on. I switched the light control from auto to lights on, and still got nothing. So thankfully I was able to turn the high beem lights, but I probably blinded a lot of people. Overall this location is great!! I think I've rented 5 or 6 uhauls from them over the last 2 years, and this is the first time I've had any type of issue. But to me it wasn't a major one, so I'd still recommend this location to anyone who asks
Trent HI did not the house the simple fact I was charged an extra 27 for some strange reason.
Fershon MWhen I booked this truck online it said it was going to be $49,99 plus mileage. When I got there the insurance was double the cost I ended up paying $149 with mileage. So triple the cost of booking it online. Other than that everything was good.
Christopher WRented an appliance dolly. Quite heavy. I think a newer one is made a bit lighter. At least I would hope so!
Lisa APut a sign in your front door window telling where the location of the key drop box is, I had to look around like a fool for a couple minutes in the dark.
Michael LThe young man waiting on my was very belligerent. I filled out the application on line and he insisted on questioning everything on the application. I should never have spent the time filling out ahead of time. Saved me no time.
William BI think the location and service is good. The atmosphere is professional yet relaxed. That's one of the biggest draws for me. The staff was able to answer my questions during the sign up as well as the follow up phone call. I am grateful that the staff were as forgiving to me for not following the return protocol to the letter. My only issues that I experienced was with the website. Sometimes the main website is inaccessible making certain aspects of the return protocol as well as the follow up return difficult to do. Could just be a hiccup of course.
Stephen JHORRIBLE EXPERIENCE. NEVER USUNG AGAIN
Dialla BService was great the front desk guys were so nice and smart. Great job
lisa sGreat location and customer service.
Debby CEverything was great. It was a very comfortable and easy process. There is nothing to change in my eyes.
Roberta BGreat service
Randy IThe gentleman that helped me was fantastic. He made this easy and helped walk me through the process. I really appreciated his time and concern for me to get this rental that I needed. Thank you so much
Suzian hI've rented from Orchard U-Haul 4 or 5 times. They do a great job. Only down side is they don't have enough pickup trucks for rent when I need one. And that's just me being self centered. 13/10 will rent again.
Brian C